Box Not Working? Common Errors & Fixes

Box Drive usually stops syncing because it isn't running, files are stuck as problem items, or a firewall, VPN or proxy blocks it. Check 'Error updating an item', fix the listed files, click Retry All, then restart or reset Box Drive.

Box web uploads usually fail because of browser cache or extensions, a file name Box can't accept, a file over your plan's size limit, or a firewall, proxy or VPN. Update and clear the browser, check the name and size, then test another network.

Box caps the size of each file by plan: 250 MB free, 2 GB Business Starter, 5 GB Personal Pro and Business, 15 GB Business Plus, 50 GB Enterprise, 150 GB Enterprise Plus, 500 GB Enterprise Advanced. In shared folders, the folder owner's plan sets the limit.

Box Drive lists files it can't sync as problem items under Gear > 'Error updating an item'. Most are unsupported names or file types, a full disk, or the folder owner's quota. Fix the cause shown for each item, then click Retry All.

This error appears when the folder owner's account is out of storage or your admin set a quota on you, even on 'unlimited' plans. Storage counts against the owner of the folder you're uploading to.

When Box Drive won't launch, or shows the login and then vanishes, the usual fix is a reset: Box's Reset Tool on Mac, or deleting Box Drive's local app data on Windows. Then sign in again.

On current macOS, Box Drive runs as a File Provider extension. It appears under Locations in Finder's sidebar at ~/Library/CloudStorage/Box-Box, not as a Box folder on the Desktop or in your home folder. Add it back to Favorites or reset Box Drive if it's missing entirely.

Box Drive stores a local cache plus every folder marked offline. The cache should stay under 50% of free space or 25 GB, but users report it growing much larger. Set folders back to online-only and log out of Box Drive to clear the cache.

Box works offline only for folders you mark in Box Drive. Right-click a folder and choose 'Make Available Offline' or 'Always keep on device'. Single files can't be marked, and you need download permission. If the option is missing, update Box Drive or sign out and back in.

Box shows 'We're sorry, the preview didn't load' when the file's preview conversion fails or the browser blocks it. Try another browser and clear the cache. If only one file fails, re-upload it so Box converts it again.

This message usually means you're signed into the wrong Box account, the link only allows people in the company or folder, or the owner removed the link or their account was deactivated. Sign in with the account the file was shared to, or ask the owner for a new link.

Box is ending support for Box Sync in December 2026, with no more bug or security fixes. Back up unsynced files, uninstall Box Sync, install Box Drive, and mark the folders you need offline.

Box says it doesn't throttle uploads, so slow uploads usually come from your connection's upload speed, a firewall, VPN or proxy, or Box processing many files after upload. Test on another network, disable the firewall or VPN, and upload big batches in the browser.

Box 2-step codes often fail because codes arrive late and you request too many, which can lock the account, or because the code is entered in the wrong app version. Request one code, wait for it, and reinstall Box Drive if it rejects valid codes. Locked accounts need Box support or your admin.

Cancel Box under Account Settings > Account Details > Cancel Account, or downgrade to the free Individual plan. Service ends at the end of the paid term. Refunds aren't automatic; contact cancel@box.com. Cancel well before renewal.